ServiceNow CIS-CSM 問題練習

Question No : 1
What should be part of the pre-engagement collateral?

• A.Frequently Asked Questions (FAQ)
• B.Scoping Guide
• C.Customer Service roles template
• D.Stock Keeping Unit (SKU) and pricing sheet

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正解:
Explanation:
Reference: https://www.servicenow.com/content/dam/servicenow-assets/public/en-us/doc-type/data-sheet/ds­sim.pdf (2)

Question No : 2
What role does the Engagement Manager play before the Workshop? (Choose two.)

• A.Project Manager
• B.Acts as intermediary
• C.Provides answers to technical problems
• D.Assists with technical requirements

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正解:
Explanation:
Reference: https://jobs.jobvite.com/servicenow/job/oKxz8fwI

Question No : 3
What should be emphasized when designing solutions? (Choose three.)

• A.Minimize customizations
• B.Focus Out-of-the-box functionality
• C.Design for Scalability
• D.Mobile friendly functionality

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正解:

Question No : 4
What are the Critical Success Factors that are related to CSM Suite Implementations? (Choose four.)

• A.Define the Business Pain Points
• B.Provide consistent service to customers
• C.Have a clear understanding of the use cases
• D.Define the number of hours needed to develop the associated requirements
• E.Implementation is only as good as the underlying process

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正解:

Question No : 5
Which Business Rules are part of the Customer Service Management baseline configuration? (Choose two.)

• A.Apply Role by Customer
• B.Auto Assessment
• C.Change Update to Close
• D.Update Case Entitlement

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正解:
Explanation:
Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer-service-management/reference/r_BRIWCustomerService.html

Question No : 6
Predictive Intelligence improves triage quality by eliminating the guesswork. Predictive Intelligence supports which of the following decisions? (Choose two.)

• A.Case Escalation
• B.Case State
• C.Case Categorization
• D.Case Prioritization

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正解:
Explanation:
Reference: https://www.servicenow.com/products/predictive-intelligence.html

Question No : 7
What do blue circles in the timeline of a case form represent?

• A.Note
• B.State
• C.Activity
• D.Comment

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正解:
Explanation:
Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer-service-management/reference/r_CustomerServiceCaseTimeline.html

Question No : 8
Which of the following is a condition for matching rules?

• A.Agent domain
• B.Assignment
• C.Switching
• D.Specific case attributes

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正解:
Explanation:
Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer-service-management/concept/case-assignment-matching-rules.html

Question No : 9
Predictive Intelligence improves Case management by:

• A.Predicting what values should have gone into empty fields in historical records
• B.Reducing the number of records needed to accurately predict a value
• C.Replacing legacy routing rules
• D.Predicting Case values without manual intervention

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正解:

Question No : 10
Special Handling Notes can apply to which one of the following based on specific attributes?

• A.Domain
• B.Contact
• C.Holiday
• D.VIP

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正解:

Question No : 11
Matching rules enhance assignment capability by ____________________.

• A.Matching best agent by availability
• B.Providing dynamic matching of cases to groups or individuals
• C.Determining if account is a customer or partner
• D.Matching best agent by skill

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正解:
Explanation:
Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer-service-management/concept/c_CaseRouting.html

Question No : 12
What are the conditions that matching rules are based on? (Choose two.)

• A.Agent resources best suited to work on a case
• B.Specific routing rules
• C.Filters set up in advanced work assignment
• D.Specific case attributes

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正解:
Explanation:
Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer-service-management/concept/c_CaseRouting.html

Question No : 13
From what places in SN can an agent create a case? (Choose three.)

• A.Customer Service Application
• B.Contact
• C.Account
• D.Chat

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正解:
Explanation:
Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer-service-management/reference/r_CustomerServiceCaseForm.html

Question No : 14
Information about a customer’s service contract is found in Knowledge.

• A.False
• B.True

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正解:
Explanation:
Reference: https://docs.servicenow.com/bundle/orlando-customer-service-management/page/product/customer-service-management/concept/c_ContractsAndEntitlements.html

Question No : 15
Agents and managers cannot create knowledge articles from Community questions.

• A.True
• B.False

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正解:
Explanation:
The ownership group for this knowledge article. An ownership group consists of a group of members and a manager who are responsible for approvals, ensuring article quality, and feedback tasks. Ownership groups can publish, edit, and retire knowledge articles that they are associated with.
Reference: https://docs.servicenow.com/bundle/orlando-servicenow-platform/page/product/knowledge­management/task/create-knowledge-article.html